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About this policy

The CAA is committed to providing a high standard of service to everyone we deal with. For this reason, we welcome any comments about our service, including when we get things wrong. We want to resolve your complaint as quickly as possible. We will listen to complaints, treat them seriously, respond to them swiftly and learn from them so we can improve our service.

If you have any comments or feedback that does not constitute a complaint, we would still like to hear from you so we can improve our service and the way we do things. You can find contact details on the contact us section of our website.

What is a complaint?

We treat as a complaint any expression of dissatisfaction with our service which calls for a response.

This policy covers complaints about:

the standard of service we provide

the behaviour of our staff

any action or lack of action by our staff affecting an individual or group

any unfair treatment of stakeholders by members of our staff

the administration of decisions we have made and the process we have followed (except where the process is separately set out in legislation)

Our policy does not cover:

matters that have already been fully investigated through this complaints procedure

anonymous complaints

complaints about the CAA's Passenger Advice and Complaints service, which are covered by their own Code of Practice

complaints about access to information under the Freedom of Information Act 2000, the Environmental Information Regulations 2004 or the Data Protection Act 1988

decisions in respect of licenses, authorisations or approvals as the review procedures are set out in legislation (such as Regulation 6 of the Civil Aviation Authority Regulations 1991, Part 5 of the Civil Aviation (Air Travel Organisers' Licensing) Regulations 2012, the Operation of Air Carriers Regulations 2009)

regulatory decisions we make under our statutory functions including the process we have followed to reach them

complaints about the behaviour or actions of third parties or bodies we regulate